AI and the value of people
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What will AI bring us - what is the value of people? presented by Robert van der Gulik
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AI and the value of people
- 1. TOPdesk on Tour TOPdesk on Tour AI and the value of people
- 2. TOPdesk on Tour Robert van der Gulik
- 4. TOPdesk on Tour Shift Left End users Service desk Experts Costs Average ticket duration
- 5. TOPdesk on Tour TOPdesk on Tour Artificial Intelligence
- 6. TOPdesk on Tour Is it a Dog or a Muffin?
- 8. TOPdesk on Tour Classification of data
- 10. What will AI bring us • 1. Making people more self-reliant • 2. Emphasising the human tasks; enabling human talents • 3. Reducing duration time • 4. Reducing costs
- 11. TOPdesk on Tour
- 12. TOPdesk on Tour Support departments in general • Most Support departments spend their time in reactive situations rather than engaging in proactive activities • There are selective instances in which automation is being utilized, if any at all • There is an unaddressed fear of automating jobs away
- 13. TOPdesk on Tour Level 1: Cost-center Level 2: Controlled Service Delivery Level 4: Business Alignment Level 5: Business Partner Level 3: Customer- centric Mindset Business Focus Cost-driven Value-driven InternalExternal Service Excellence Maturity Model
- 14. The Role of AI • Processing large amounts of sample data to predict trends and detecting anomalies • Carrying out repetitive tasks • Getting information to Users and solving problems quickly using Chat – virtual agent
- 15. Emphasizing the Human Tasks Use AI to resolve repetitive tasks so that staff can focus on: • Getting additional training and picking up new skills • Providing a better customer experience
- 16. TOPdesk on Tour Artificial IntelligenceAugmented Intelligence
- 17. AI on the TOPdesk Roadmap • Several of these projects are actively under development • Some are planned • Some are ideas
- 18. Suggesting Knowledge Items for Technicians
- 19. Suggesting Knowledge Items for Customers
- 21. Expectation management - transparancy
- 22. Incident Affiliation: Identifying Problems and Outages
- 24. Automatic Translation of Knowledge
- 25. Chatbots & Virtual Assistents
- 27. AI Toolbox 1. Understand natural language 2. Recognize similarities 3. Classify entities 4. Detect anomalies 5. Recognize trends 6. Personalize recommendations
- 28. End users Service desk Experts Shift Left Costs Average ticket duration AI Suggestions Automate routing Automate improving Prevent Self-Diagnose
- 29. Agenda A coffee break till 10.30
- 30. TOPdesk on Tour TOPdesk on Tour Thank you for attending View this presentation online
Notas del editor
- But you as a service provider does not change the mindset to value-driven in a day. That is why TOPdesk developed the Service Excellence Maturity Model. This model provide service departments insights in how to take the next step towards that value driven mindset. So what we see is the mindset and business focus are represented on the two axes. Within the model there are 5 levels of maturity. An important side note of the model is that you don’t have to necessarily strive for level 5. Focus zou moeten zijn, continuously learning, (zie gartner plaatje). Op basis daarvan kijken wat de logische stap is wat er gedaan moet worden om daar te komen.
- Left-left-left: Organization to